August 2018

Leading Customer-Centric Change

Contact Center Pipeline Magazine, August 2018
Table of Contents

Feature
Leading Customer-Centric Change
By Susan Hash
Use storytelling techniques to gain top-level buy-in and support for VoC-driven process improvements.

Customer Experience
How to Unify Your Listening Programs to Improve CX
By Tim Whiting
Three voice of the customer best practices and why they matter in the digital age.

Employee Engagement
Unlock Your Employee Engagement Potential
By Dan Hale
Invest in your people by applying a Continuous Cycle of Improvement.

Idiom Insights
Lost in the Labyrinth: Brand Energy Power and Vision Clarity
By Kathleen M. Peterson
Engage the workforce in fueling the brand to change internal conversations and get the energy flowing in the right direction.

Leading Thoughts
The Forgotten Piece of the Customer Experience
By Christa Heibel
To deliver a positive customer experience, honor the agent experience.

Superior Service
Back to Basics: Improve Your Contact Center with the Enduring Message of Mister Rogers
By Dianne Durkin
What are you doing to make every person in your center feel like they’re a part of the “neighborhood”?

Tech Line
What to Do with Your IVR?
By Lori Bocklund
Many old, bad IVRs are idling away as businesses look the other way—but customers feel the pain every day. It’s time to do something!

The View From the Saddle
Contact Centers: The Secret to Business Intelligence
By Paul Stockford
It seems that rude and disrespectful behavior is becoming more and more common these days.

Sponsor Spotlight
Looking Forward, Looking Back
By Valerie McSorley
We set out to start a conversation and bring contact center leaders together for a dynamic experience. Reflecting on where we’ve been and a brief look ahead.

Sponsor Spotlight
Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs
A Sponsored Article by Sennheiser
Headset technology delivers richer sound experience and increased flexibility for hearing-impaired agents.